External Relations Manager

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary

The External Relations Manager is responsible for monitoring, engaging, and escalating conversations about our brand across online communities, social platforms, and third-party review sites. This role plays a critical part in protecting and strengthening our public reputation by responding thoughtfully to feedback, identifying trends in customer sentiment, and partnering cross-functionally to resolve issues surfaced externally. This person serves as a bridge between customers, prospects, and internal teams—ensuring feedback is acknowledged, addressed, and used to improve the overall customer experience.

Key Responsibilities

• Monitor and participate in relevant online communities (e.g., Reddit, forums, social platforms) where our brand or industry is discussed.
• Respond to questions, feedback, and concerns in a professional, empathetic, and brand-aligned manner.
• Identify when conversations require escalation to Legal, Corporate Comms, Product, or Customer Success teams.
• Maintain a consistent brand voice while adapting tone to community norms.
• Monitor and manage reviews across platforms such as G2, Trustpilot, Gartner Peer Insights, Yelp, Google Reviews, and similar sites.
• Respond to positive, neutral, and negative reviews in accordance with internal SLAs and platform guidelines.
• Flag potential policy violations or fraudulent reviews and coordinate with platforms as needed.
• Track response times and ensure adherence to escalation and response workflows.
• Identify trends, recurring themes, and emerging risks across reviews and community discussions.
• Surface actionable insights to Product, Support, Marketing, and Leadership teams.
• Aid in crisis or high-risk situation monitoring when issues gain traction externally.

Required Qualifications

• Core knowledge of job area typically obtained through advanced education combined with experience.
• A Bachelor's degree or equivalent experience and 2-5 years of prior relevant experience.
• Experience working in B2B SaaS or regulated industries.
• Knowledge of review platform policies and compliance requirements.
• Experience collaborating with Legal, PR, or Trust & Safety teams.
• Experience building or maintaining response SLAs and engagement playbooks.

Key Skills

• Community engagement & moderation
• Reputation and review management
• Issue triage and escalation
• Stakeholder communication
• Sentiment analysis and pattern recognition
• Clear/concise/empathetic writing

Location

This role is based out of our Rogers, Arkansas office. We foster a culture of human connection and have a hybrid schedule, with at least two days a week in the office.

What We Offer

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. The annual salary range for this role is: $61,300.00 – $74,000.00 USD. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.

Benefits

SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Commitment To Our Employees

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.